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How to Use Agent Status Report in Call Center

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System Admins and Global Users can use the Agent Status Report to spot patterns in agent call availability and call durations.

Access the Agent Status Report

1. Open the Dashboard by selecting the bar graph icon in the upper left corner.

Screenshot 2024 10 28 at 3.31.18 PM

2. Select Call Center under Dashboard on the left.

3. Select Agents Available on the right side of the screen.

Screenshot 2024 10 28 at 3.29.22 PM

4. Use the Status, Agents, Status Changed By, and Date filters to narrow your search.

Screenshot 2024 10 28 at 3.30.13 PM

Every day, status changes for each agent are monitored to help understand when agents are on and off the queues.

 

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